Phone the centre and ask what their internal complaints process is - ask them for an email address so its all recorded (dont settle for someone saying theyll take the info over the phone and deal with it).
Once you have said email address send them a high level breakdown of what happened and make sure you stress that it could be classed as discrimination (remember not all disabilities are visible) and that its caused your friend stress/anxiety as well as the obvious embarrassment it no doubt caused.
Once email is typed up copy in local MPs(a couple have been recommended below who are fantastic).
Tell them in the email you want a response by email or in writing confirming their process for allowing folk to use the bathroom and why it fell down in this instance- at the very least their staff need better training.
I work as a business consultant so have some experience in this field - im sorry your friend went through it and i hope theres a positive outcome and they get at the very least an apology. |